4 Day ​Customer Service Conference

Join us for 4 jammed packed days as we explore the latest trends in Customer Experience, innovative CX tactics and strategies and how to design and deliver the future customer experience

Day 1: Contact Centre Site Tours ​May 15, 2017

An opportunity you don't want to miss!

Hosted by two major corporations

​Come participate in guided tours and engaging presentations.Obtain unique insights into business operations, best practices, and an opportunity to discover the 'how' both organizations provide world class customer experience.

Includes transportation, breakfast, lunch and surprises.

Book early as space is limited to 20 seats. Reserve your spot during registration.

​FedEx Canada

​Federal Express Canada Corporation is a global logistics and transportation company offering domestic and international shipping, and e-commerce solutions. The company uses advanced package status tracking systems, automated customs clearance services and a dedicated air and ground transportation network to serve Canadian and global markets. FedEx Express Canada employs approximately 6,400 people (over 350 of which dedicated exclusive to customer experience) in over 70 facilities coast-to-coast. For more information, visit fedex.ca.

​Microsoft Canada

The Life and Future of Customer Service Professionals – Microsoft Envisioning Centre Tour​Hosted at the Microsoft Technology Centre (MTC) in Mississauga, this tour will walk you through aspects of a day in the life of a Customer Service Professional and what it could look like in the future. Microsoft believes that people are every organization's most important asset; the tour of the Envisioning Centre will showcase how the MTC provides the inspiration and initiative to create consistency and loyalty with your customers, make your agents’ jobs easier and leverage data insights to help you make better business decisions. With the right people and tools, organizations can transform customer service even in the most challenging circumstances.

Engaging with the MTC as a tool to help you envision, design and deploy solutions to your business challenges will help ensure that your organization can take full advantage of Microsoft and partner technologies. Microsoft is dedicated to helping you transform customer service to earn customers for life. For more information about Microsoft Dynamics 365 for Customer Service, please visit https://www.microsoft.com/en-ca/dynamics365/customer-service.

Day 2: Interactive & Engaging Workshops ​May 16, 2017

An opportunity you don't want to miss!

Hosted by Cutting Edjj Consulting and Purolator, participate in your choice of workshops that will keep you entertained and engaged while learning how to Drive Client Conversations, Manage Conflict and optimize your Work at Home Agent model!​

Heart of the Client Conversation

Join Linda Kern as she speaks about engaging your clients in a high-impact discussion. You will hear key insights into methods and ideas to gain your client’s trust, building that all-important relationship, and earn more business.

Linda’s presentation style is very interactive, so come prepared to ask questions and learn!

You will:

Learn strategies to have impactful and engaging conversations

The key to active listening - how listening translates to better conversations

What to do, and what not to do to build trusting relationships

How to convert a strong relationship into business

Work at Home Agent - Making it Work!

Learn the step by step process Purolator used to go from the Work at Home Agent model conception to reality in a short period of time. Discover the secrets of ensuring you cover all the elements of a successful transition from on site to Work At Home.

From people to technology and everything in between you will get a chance to learn and share best practices with Mike and other participants. Bring your questions and your experience and share in the interactive discussions.

You will:

Learn the do's and don’ts of a Work At Home Agent Model

Discover employee expectations and understandings

Uncover elements of the Work at Home agreement

Discuss the benefits of the Work At Home model

Learn how and the type of Employee Feedback to collect

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Dealing with Conflict

​Conflicts are a part of everyone's personal and professional lives. No one is immune to them. The manner in which you deal with others, when conflicts arise, will impact the success or failure of your relationships.

Learn the skills and tactics to mutually arrive at resolution and collective satisfaction in this compelling and powerful workshop.

In this dynamic teaser-workshop, you will learn:

About your personal communication style

Your conflict style

How to improve the way you deal with these transactions in the workplace and at home

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Maximize Customer Experience through Social Media

If your social media tactics are not driving revenues and advocacy, you’re doing it wrong. It’s not about the tools, latest fad, or paying people to like you online. It has, and will always be about building authentic relationships with the right people.

Social media used to be about connecting with others online, on a personal level. Now, it has shifted to helping businesses drive traffic to their website, showcase products and services, and build credibility in the industry. Canadians are looking to social media channels for the latest updates and information regarding businesses more than ever; it’s time that companies respond.

Social media strategist, Darrell Keezer, will show you practical examples of how the most successful companies generate new customers and encourage brand advocacy through good ideas and flawless execution.

If your social media strategy is not working, you are losing potential customers everyday. It’s time to stop the bleeding, and learn how to convert online engagement into paying customers.

This is CSPN’s dedicated 'Amaze Your Customer' Conference website. For CSPN's corporate website, please click myCSPN.com to learn more about the other best-in-class customer experience services that we can provide you.